Experienced Outbound Customer Service Advocate II – Member and Provider Engagement

At careerzynith, we're dedicated to transforming the lives of our 28 million members by providing exceptional customer care. As a Customer Service Advocate II – Outbound, you'll play a vital role in delivering education and information to members and providers, ensuring they have a successful experience with our products and services. If you're passionate about making a difference and have a knack for building strong relationships, we want to hear from you.

• *Position Purpose:**

As a Customer Service Advocate II – Outbound, you'll be the face of careerzynith, providing timely, accurate, and personalized support to our members and providers. Your primary responsibilities will include:

• Reaching out to members and providers for educational or informational purposes to help support solutions or concerns
• Escalating calls in the event providers are unable to deliver solutions
• Serving as the front-line support on various member and/or provider inquiries, requests, or concerns
• Assisting with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims related outreach with providers
• Maintaining performance and quality standards based on established contact center metrics
• Expanding knowledge on primary market and/or plan, and may expand to cover additional markets and/or plans that may require minor research (e.g., benefits eligibility)
• Documenting information including demographics, call summaries, and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
• Remaining up-to-date and adhering to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance
• Performing other duties as assigned
• Complying with all policies and standards

• *Essential Qualifications:**

• High School diploma or GED required
• 1 – 2 years of related experience in a contact center environment preferred
• Vocational or technical education in addition to prior work experience may be required
• May require additional on-the-job training or continuous learning education

• *Preferred Qualifications:**

• Experience in a customer-facing role, with a focus on member and provider engagement
• Strong communication and interpersonal skills, with the ability to build rapport with diverse stakeholders
• Ability to work in a fast-paced environment, with multiple priorities and deadlines
• Proficiency in CRM applications and other relevant software systems
• Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions

• *Skills and Competencies:**

• Excellent communication and interpersonal skills, with the ability to build strong relationships with members and providers
• Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions
• Ability to work in a fast-paced environment, with multiple priorities and deadlines
• Proficiency in CRM applications and other relevant software systems
• Strong attention to detail, with the ability to maintain accurate records and documentation
• Ability to adapt to changing priorities and requirements, with a focus on delivering exceptional customer care

• *Career Growth Opportunities and Learning Benefits:**

At careerzynith, we're committed to helping our employees grow and develop their careers. As a Customer Service Advocate II – Outbound, you'll have access to:

• Ongoing training and development opportunities, with a focus on building your skills and competencies
• Mentorship and coaching from experienced colleagues, with a focus on helping you achieve your career goals
• Opportunities for advancement and career growth, with a focus on promoting from within
• A comprehensive benefits package, including competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules

• *Work Environment and Company Culture:**

At careerzynith, we're committed to creating a positive and inclusive work environment, where our employees feel valued and supported. As a Customer Service Advocate II – Outbound, you'll have the opportunity to work in a dynamic and fast-paced environment, with a focus on delivering exceptional customer care. Our company culture is built on the following values:

• Respect: We value and respect our employees, members, and providers, with a focus on building strong relationships and delivering exceptional customer care.
• Integrity: We operate with integrity, honesty, and transparency, with a focus on doing the right thing and upholding our values.
• Excellence: We strive for excellence in everything we do, with a focus on delivering high-quality results and exceeding expectations.
• Collaboration: We work together as a team, with a focus on building strong relationships and achieving our goals.

• *Compensation, Perks, and Benefits:**

At careerzynith, we offer a comprehensive benefits package, including:

• Competitive pay, with a range of $17.50 - $27.50 per hour
• Health insurance, with a range of options to suit your needs
• 401K and stock purchase plans, with a focus on helping you save for your future
• Tuition reimbursement, with a focus on helping you develop your skills and competencies
• Paid time off plus holidays, with a focus on giving you time to relax and recharge
• A flexible approach to work, with remote, hybrid, field or office work schedules to suit your needs

• *How to Apply:**

If you're passionate about delivering exceptional customer care and have a knack for building strong relationships, we want to hear from you. To apply for the Customer Service Advocate II – Outbound role, please submit your application through our website. We can't wait to hear from you and learn more about your qualifications and experience.

• *Equal Opportunity Employer:**

At careerzynith, we're committed to diversity and inclusion, with a focus on creating a positive and inclusive work environment. We're an equal opportunity employer, and we welcome applications from qualified candidates of all backgrounds. We're committed to providing equal employment opportunities to all applicants, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

• *Disability Accommodations:**

At careerzynith, we're committed to providing reasonable accommodations to qualified applicants with disabilities. If you require a disability accommodation during the application or interview process, please let us know and we'll do our best to provide support.

• *California Fair Chance Act:**

At careerzynith, we're committed to providing equal employment opportunities to all applicants, without regard to arrest or conviction records. We're an equal opportunity employer, and we welcome applications from qualified candidates of all backgrounds.

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